IPCCC Call Routing via Service Capability Database
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Solution Overview
Problem
Current call routing mechanisms in converged call centers do not consider which nodes will provide services most reliably and efficiently, as they only base decisions on availability and capability, not on the specific needs of the call.
Innovation Solution
Implementing an Internet Protocol Converged Call Center (IPCCC) system with a database and Service Selection Application Server that uses data elements like allocation percentage, traffic manager statistics, and operator inputs to determine the best site-service for routing calls, ensuring efficient and reliable service provision.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If routing decisions are based only on availability and capability of network nodes, then routing simplicity is maintained, but service delivery reliability and efficiency deteriorate
Solution Approach 1:
The patent introduces a database as an intermediary component that stores service capability information, allocation percentages, and traffic statistics. The database mediates between the routing mechanism and the actual service nodes, providing processed routing recommendations without requiring complex real-time analysis at each routing decision point. This intermediary layer enables reliable service delivery while maintaining routing system simplicity.
Solution Approach 2:
The system performs preliminary actions by pre-calculating and storing service capability information, allocation percentages, and traffic statistics in the database before routing decisions are needed. The IPCCC proactively determines which nodes can provide services and pre-computes optimal routing paths based on current capacity and allocation policies. This preliminary preparation enables fast, reliable routing decisions without complex real-time computation.
2Productivity
If routing decisions are based only on availability and capability of network nodes, then routing process simplicity is maintained, but service delivery efficiency deteriorates
Solution Approach 1:
The database serves as an intermediary that pre-processes service capability data, allocation percentages, and traffic statistics into actionable routing recommendations. This intermediary layer enables efficient service delivery by providing pre-analyzed routing information without requiring complex real-time analysis at each routing decision point.
Solution Approach 2:
The IPCCC autonomously determines optimal routing decisions by querying its own database for service capability information, allocation percentages, and traffic statistics. The system self-services by automatically matching call requirements with appropriate nodes based on pre-stored capability data and current traffic conditions, eliminating the need for external complex routing mechanisms.
3Reliability
If intelligent routing with multiple data elements is implemented, then service delivery reliability improves, but system complexity increases
Solution Approach 1:
The patent merges multiple data elements (service capability information, allocation percentages, traffic statistics) into a unified database structure. By combining these previously separate considerations into a single integrated database system, the patent achieves reliable service provision through comprehensive data analysis while avoiding the complexity of managing multiple separate systems. The database unifies routing considerations that would otherwise require complex coordination between separate mechanisms.
4Measurement precision
If comprehensive data analysis is used for routing decisions, then routing precision improves, but processing complexity increases
Solution Approach 1:
The system performs preliminary analysis by pre-calculating service capability information, allocation percentages, and traffic statistics and storing them in the database before routing decisions are needed. This preliminary computation enables precise routing decisions to be made by simple database queries rather than complex real-time analysis, achieving high measurement precision without proportional increases in processing complexity.
Data Source
AI summary
An inbound traffic allocation module is configured to store, in a database, data received from a plurality of site-services, and to determine a route capacity based at least in part on the received data, data received from each of the site-services including data related to at least one of a health and a busyness of the site-service. A traffic manager module is configured to retrieve the data from the site-services and to provide the data to the inbound traffic allocation module. A service selection engine module is configured to receive a request to route a call, and to route the call to one of the site-services based at least in part on the route capacity associated with the site-service.